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Car owners getting more irritated with their repair experiences, study says

The J.D. Power U.S. Customer Service Index Study (CSI) is a barometer of a vehicle owner's happiness with the service experience. While it wasn't all bad in the 2023 study, the overall owner satisfaction score dropped. This year's tally of 846 out of 1,000 is two points down from 2022, the 43-year-old study's first decline in more than 28 years, and one point down from 2021. However, the overall score remains well up from the pre-pandemic scores of 821 in 2018 and 837 in 2020. The study claims the stumbling block is the horde of BEV launches. The flood into the new energy space has created a recall rate among EVs that's more than double the rate for ICE vehicles. Furthermore, dealership service department knowledge of EVs isn't on par with internal combustion engine expertise, leaving EV owners less satisfied with service advisors compared to ICE owners. Chris Sutton, VP of automotive retail at J.D. Power, said, "As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but weÂ’re not seeing the benefits yet." Matters are slightly worse for all owners, though, with labor and parts shortages contributing to longer wait times for service appointments. The CSI study surveys owners and lessees of one- to three-year-old vehicles to gauge their happiness with service at franchised dealer or aftermarket service facilities for maintenance or repair work. The criteria in order of importance are service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%). Lexus retains the top spot for luxury brands, giving it three wins in four years. The Japanese automaker won in 2020 as well, its run interrupted by Porsche in 2021. Cadillac, Infiniti and Acura complete the luxury top 5.  For mass-market cars, Mitsubishi wins again after a victory in 2021 and falling to fourth last year. It's followed by Mazda, Buick, Subaru and Mini.  Considering the different service needs and service experience of different body styles, the study has broken results out by segment for the first time. Lexus earned a second victory thanks to winning the premium SUV segment, and Mitsubishi earned a second victory by winning the mass-market SUV/minivan category.

Seeing the Detroit Auto Show via drone

Seeing the Chevrolet display at the Detroit Auto Show is worth doing this year, and not just because of the new Corvette Z06, Volt and Bolt concept. In order to attract the new kids, The Bowtie has gone what the old kids used to call "buck wild" with their show stand at Cobo Hall. A Corvette Z06, Trax, and Colorado are parked along a central aisle, called Mainstreet, at the end of which is a 20-foot-tall, 73-foot long transparent screen lording over the new Volt. Elsewhere are five more 20-foot-tall screens broadcasting nine stories today's Chevrolet wants to tell about its vehicles, from performance to belief in the power of play to its 4G LTE-equipped OnStar telematics service. Then there are the social media and virtual reality safety installations, the community presentations and more. Chevrolet flew a drone through the stand to show off what it's doing, which is has replaced eye-level video as the next best thing to being there. You can check it out in the video above.

Junkyard Gem: 1987 Chevrolet Turbo Sprint

Fifteen years ago, I wrote my first-ever automotive article under the name Murilee Martin, and it didn't take me long to start writing about one of my favorite automotive subjects: the junkyard. Before I'd refined my system for documenting discarded vehicles, however, I shot a lot of boneyard photos that never got used. For today's Junkyard Gem, I have four shots from early 2007 of one of the rarest turbocharged machines of the 1980s: the Chevrolet Turbo Sprint. The Chevrolet Sprint was really a rebadged Suzuki Cultus, from the pre-Geo era when General Motors sold the Isuzu Gemini as the Chevrolet Spectrum, the Daewoo LeMans as the Pontiac LeMans and the Toyota Corolla as the Chevrolet Nova (soon enough, the Spectrum became a Geo, and the Nova became the Prizm). The second-generation Cultus appeared in 1988, becoming the Geo Metro on our shores the following year. The Turbo Sprint was available for just the last two years of the Sprint's 1985-1988 American sales run, and it appears that just a couple of thousand were sold; if I'd known at the time just how rare they were, I'd have shot more photos of this one at the now-defunct Hayward Pick Your Part. The turbocharged 993cc three-cylinder produced 70 horsepower, 22 better than the naturally-aspirated version. Since the Turbo Sprint weighed just 1,620 pounds (that's about 500 pounds lighter than a barely more powerful '22 Mitsusbishi Mirage), it was plenty of fun to drive. For 1988, the regular Sprint hatchback cost $6,380 while the Turbo Sprint listed at $8,240 (that's about $15,375 and $19,855 today, respectively). Believe it or not, a Turbo Sprint actually raced in the 24 Hours of Lemons 10 years ago, though it didn't end well. This ad is for the regular Cultus, not the Cultus Turbo, but the screaming guitars sound reasonably turbocharged. For the most part, Chevy Sprint marketing was all about cheap purchase price and stingy fuel economy… at a time when gasoline prices were cratering. Related Video: